5W PR

MARCH 16, 2025

Google’s plan to phase out third-party cookies in Chrome, combined with increasing privacy regulations and growing consumer demand for data protection, signals the end of an era in digital advertising. According to Accenture, 83% of consumers are willing to share their data to create more personalized experiences.

Privacy 78

Privacy Marketing Advertising Advertising 78

Barokas

FEBRUARY 12, 2019

According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020. While it’s become the norm for consumers to reach out to brands for help via Twitter, Facebook, Instagram, etc., After all, good customer service is table stakes (or at least it should be).

Customer Service 60

Customer Service Social Media Media Infographics 60

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising. What does this tell us?

Reputation 137

Reputation Brand Branding Customer Service 137

Prowly

APRIL 10, 2025

All of the main brand visibility metrics revolved around being seen on Instagram, Twitter (X), Facebook, or other platform of choice. Great places include Google, Facebook, TrustPilot, G2, Capterra, and others. Consider using social media ads and Google Ads to show up in front of more consumers and increase your overall footprint.

Brand 104

Brand Branding How To Measurement 104

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

Cision

MAY 18, 2015

Probably the least exciting aspect of social listening is customer service. You may provide customer service by phone or by email, in great volume or in great scarcity – but social care (customer service on social media) is the primary reason that many social users will engage with brands on social platforms.

Customer Service 120

Customer Service Social Media Analysis Data 120

Rock the Status Quo

NOVEMBER 8, 2015

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? How can we use OUR OWN customer service experiences to help clients? Kelly Hungerford (@KDHungerford) November 5, 2015.

Social Media 100

Social Media Media Customer Service Resources 100

Cision

SEPTEMBER 29, 2015

If you’ve noticed an absence of certain business pages appearing in your Facebook newsfeed, there’s a reason. Facebook made changes to its algorithm earlier this year that has pushed many business pages to the background. Facebook Page Messaging. Now, at least when you see an MT on Twitter, you know what the heck it is!

Social Media 120

Social Media Media Facebook Customer Service 120

Onclusive

JUNE 29, 2018

From Facebook to Starbucks, no brand is safe from a communications crisis. Scott highlighted major brand crises like Volkswagen, Tylenol and Facebook to describe how a crisis can quickly spiral out of control in the world on New PR. How and when your brand responds to the press is crucial to saving your brand’s reputation.

Crisis 186

Crisis How To Brand Branding 186

Communications Conversations

JUNE 18, 2019

I’ll simplify: When it comes to engagement, Twitter has become a full-on customer service channel managed by the customer service team. In fact, it’s pretty close to automated responses via AI at this point (and, in fact, if you DM many brands on Facebook, that’s exactly what you’ll get!).

Community 127

Community Twitter Brand Branding 127

Stephen Waddington

MAY 16, 2017

The internet has disintermediated every business that it has touched since the launch of consumer and mobile broadband in the noughties. Consumers find their own media via Google and social media newsfeeds. The majority of online communities are used as a means of content marketing, or rudimentary customer service.

Publicity 119

Publicity Customer Service Community Internal 119

Cision

NOVEMBER 30, 2015

It also presents businesses a conundrum: the need to reach and convert online consumers has accelerated, yet much belief about digital and social customers is counter-intuitive. Social care (customer service) continues to be one of the top reasons that people initiate social media interactions with brands.

Social Media 120

Social Media Facebook Twitter Print 120

Stephen Waddington

JUNE 5, 2017

Data for the US shows that consumers spend an average of 5.6 Platforms such as Facebook and Google have built powerful tools to plan and measure the success of campaigns. 7 Consumers take continue to take control with ad blockers. . #8 Brands are increasingly incorporating content created by consumers into their campaigns.

Publicity 122

Publicity Marketing Healthcare Television 122

5W PR

OCTOBER 24, 2019

Digital marketing comes heavily into play around the closing part of the year as consumers gear up for the holiday season. Though consumer shopping has seen a bit of a downturn in recent years, retail is still a strong performing sector year after year as shoppers get into the gift-giving spirit.

Facebook 60

Facebook Tools Advertising Advertising 60

Communications Conversations

JUNE 18, 2020

Let’s look at four big shifts that have been happening in 2020 so far, and how I would argue most social media marketers have reacted: Shift #1: Customers don’t want ‘storytelling’–they want exceptional customer service. Social media marketers have been investing in Facebook and Instagram for years.

Social Media 88

Social Media Customer Service Marketing Pinterest 88

Polaris

MAY 5, 2015

In the predictable category: moms are active on social media; 90% of those surveyed share content on social networks; and, most of the time, moms hang out online on Facebook (although half also visit YouTube, blogs, Pinterest, and Twitter at least weekly). Social Media Platform: Pinterest, Facebook and Twitter. 3: Parenting Tips.

Brand 100

Brand Branding Pinterest YouTube 100

Critical Mention

MARCH 15, 2019

In fact, in 2018, Statista stated that 54 percent of all consumers now browse social media on a mobile device at least once a day. This makes it critical to optimize your social media marketing strategy to be mobile-friendly to engage these consumers. Make your Facebook page mobile-friendly. Until next time! Critical Mention.

Mobile 109

Mobile Social Media Marketing Media 109

Waxing UnLyrical

FEBRUARY 15, 2013

Considering how active we all are on social media sites like Facebook and Twitter, when Starbucks opens its Delhi location, I’m sure I’ll be among the first customers to visit them, and of course check-in at Foursquare/Facebook and tweet about it too! Image: bfishadow via Flickr, CC 3.0 . Will it be unrequited?

Twitter 101

Twitter Facebook Social Media LinkedIn 101

ImPRessions - Crenshaw Communications

SEPTEMBER 5, 2019

Entrepreneur and presidential contender Andrew Yang has used his 15 minutes to warn us of the hollowing-out of key industries like retail, customer service, and trucking as a result of AI. For one thing, a new generation of consumers are demanding more than just a bigger smartphone or a new flavor of sparkling water.

Marketing 173

Marketing Creativity Storytelling Privacy 173

Stephen Waddington

MAY 9, 2020

Consumers have access to the same media and channels. You can publish beautiful branded content via Instagram and Facebook. But if your product or service doesn't meet a customer’s expectation and you don't give them the opportunity to have a proper conversation with you, they’re going to use those channels to call you out.

Brand 157

Brand Branding Travel Crisis 157

Critical Mention

NOVEMBER 5, 2019

So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. Share Tweet Share. Until next time!

Social Media 105

Social Media Media Customer Service Radio 105

Cision

MAY 10, 2016

This includes established platforms (from Facebook, WeChat and Snapchat), next frontiers, such as virtual reality and smart devices (Amazon Echo, Apple Watch and Jawbone), as well as future connection points. Or, WeChat, which lets customers make and send payments. Don’t be afraid to move on when one of your channels becomes dormant.

Storytelling 120

Storytelling Customer Service Travel Instagram 120

Polaris

SEPTEMBER 18, 2015

Twitter and Facebook lagged significantly behind the photo-sharing platform—engagement increased a mere 32% and 27% respectively. We’re recommending Instagram to clients more often as part of influencer outreach programs for consumer brands—and at the same time trying to determine the best approach to measure and evaluate results.

Instagram 100

Instagram Measurement Twitter Customer Service 100

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

We associate social media platforms with splashy consumer campaigns, but social is increasingly important in B2B public relations. By extension, business customers can also help one another. That’s where tech services that cater to small businesses, like Hubspot and Zendesk, have done a great job.

B2B 170

B2B Social Media Media Education 170

Cision

MAY 6, 2015

Marketing is responsible for X, Customer Service for Y, PR for Z. One way to measure this would be for the customer service reps to ask customers how they heard about the company. As an example you could measure the Facebook shares that you get from a specific page , or clicks to subscribe to an email list.

Engineering 120

Engineering How To Measurement Analytics 120

Cision

NOVEMBER 16, 2015

Facebook, for example, has vacillating organic reach, and constantly tweaks their advertising options. There are a host of data visualization tools for non-programmers that communication professionals might use to pitch journalists, highlight information for internal stakeholders, or direct to consumers. Reassess technology.

Resources 120

Resources Measurement Technology Examples 120

PRSay

DECEMBER 27, 2022

We’ve all seen users tweet about poor customer service, but via Twitter brands can offer to resolve those issues faster than any other method. Today, it’s hard to find a journalist who’s not simultaneously drafting a story, recording clips for the audio version and shooting video or photos for Facebook.

Trends 128

Trends Pitching Twitter Nonprofit 128

PRSay

JUNE 26, 2016

So, hold off on the tweets, Facebook updates, Instagram posts and snaps on Snapchat (the communication tactics) until you address social media by using it as a part of your planning process: Get closer to your customers and learn about the market through social media data and analytics. Know what you want to achieve from the onset.

Social Media 113

Social Media Media Infographics Community 113

Communications Conversations

DECEMBER 2, 2021

And, given the changes in: consumer behaviors, platforms and content, social media marketers would be wise to take this chance to truly evaluate their strategies and approaches. Just look at your Facebook feed–how many ads are in it? Driving awareness and engagement with customers. Serving as a customer service channel.

Strategy 106

Strategy B2C B2B Resources 106

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

Waxing UnLyrical

AUGUST 30, 2012

So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? But it is highly likely that you interacted with salespeople , customer service, in flight crew, train conductors, wait staff… the list goes on. I set it up for you.

Publicity 81

Publicity Hotels Customer Service Meeting 81

5W PR

OCTOBER 29, 2019

New insights are now available into the behaviors of consumers, allowing businesses to have a better sense of what is needed when it comes to attracting new customers. Social media platforms such as Facebook now allows businesses to tailor their messaging platform that interacts with customers.

Data 60

Data Customer Service Consumer Technology 60

5W PR

MAY 31, 2019

Accordingly, savvy business owners will capitalize on this by being sure to record genuine, positive reviews that demonstrate your brand as being one that customers trust, by being a firm that cares about their customers, and a business that is prepared to go the extra mile to ensure exceptional customer service.

Customer Service 68

Customer Service Retail Reputation Facebook 68

Landis PR

MARCH 14, 2022

Five Key Steps to Introducing Your Consumer Brand to a New Social Media Platform. After identifying trends and consumer priorities, begin to create relevant content to engage a new audience. If your goal is to increase brand loyalty, a Facebook Page or Group may prove most valuable. To see the original post, please see here.

Social Media 52

Social Media Consumer Brand Branding 52

Prohibition

JANUARY 17, 2022

Social Media has become a powerful tool for communicating directly with consumers and engaging them with targeted content and creative contests. The impact that this new form of communication has on PR and marketing has introduced many positive changes for companies looking for better ways to connect with their customers.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Stephen Waddington

JANUARY 15, 2020

It is almost a sport on Facebook, Instagram and Twitter. Most brands have learnt that the customer service or reputational impact of the occasion rogue tweet isn’t worth the cost of 24/7 social media management. Technology firms such as Microsoft with Teams and Facebook with Workplace are taking a keen interest in the market.

Storytelling 78

Storytelling Social Media Internal International 78